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08 March, 2013

Sears Home Services

Dear Customer, please wait while we connect you to a Sears Blue Service Crew
member to assist you

Connected to David
Fleischer

David Fleischer : Thank you for choosing Sears. My name is David.
How may I assist you?

You : hi

You : Bob xxxxxxxxxxxxx

David Fleischer : Hi Bob.

You : xxx xxxx Avenue, xxxxxx, xx xx

You : xxx-xxx-xxxx

You : xxxx@xxxxxx.com

You : i am the homeowner

You : waiting for a service rep who was supposed to
arrive between 8-11

You : no call, no update

David Fleischer : Thank you for the information.

David Fleischer : I apologize that we have not arrived yet.

You : i have contacted chat 2 times already and
they gave me false info both times

You : first time they said "any minute"

David Fleischer : Let me check your file and help you further.

You : second time they said "the dispatcher or
tech will contact you in a few minutes"

You : nothing has happened

You : i am missing important meetings at work and
my boss is not pleased with the situation

You : this is the 3rd time i have had to take a
half day off, and the problem is not solved

You : i am leaning toward contacting my credit card
company and disputing the service charge of $212 that sears made becuase this
is unacceptable support

David Fleischer : I apologize for the frustration and
inconvenience caused because it was not what you were expecting.

You : i should not be paying for this

You : also, i want to let you know that i'm not
angry at you :) just angry at sears service. i know this isn't your fault.

David Fleischer : I completely understand your frustration at this
point, and want to apologize for all of the frustration that you have
experienced thus far.

You : is there anything sears is prepared to do
other than just keep apologizing while i keep taking time off from work?

David Fleischer : However, I have cheked your file and see that
the service is assigned to our technician.

You : an 8-11 appointment means that i should be
able to schedule my work around that time window.

David Fleischer : I will go ahead and send a message to our
technician and say our technician to call you and give the estimate time of
technician arrival time,

You : that's what the last person i spoke with
promised - i don't think they're acting on the request

You : i know your team is reaching out to the tech,
but it's going into a black hole

David Fleischer : I am sorry, I undertand you concern,
Bob. I’d feel disappointed too if technician not arrived on time.

You : he just called me

You : estimated arrival 12:30

David Fleischer : Thank you for the information.

You : so, i'm looking at missing more meetings
today

David Fleischer : I apologize for any inconvenience caused to you
in this regard.

You : so would it be correct to say that sears is
unwilling to do anything to show that they value the time i have lost?

David Fleischer : Customer satisfaction is our prime goal. I am
extremely sorry for the inconvenience caused to you.

You : but how can you achieve customer satisfaction
without doing anything to "make things right" when you make errors
that impact your customer experience?

David
Fleischer :We value the business of every customer, and we would never do anything to
intentionally put those relationships in peril.You :but when that happens, though unintentional, am i correct in
hearing that sears policy is to do nothing to rectify the inconvenience?

David Fleischer : We strive to provide our customers with prompt
and accurate service in response to their individual situations. High-quality
and accurate Customer Service is our foremost priority. We are working
diligently to improve our internal systems and training programs.

David Fleischer : This does not at all excuse the fact that you
had to wait. I am truly sorry for the lack of assistance that you have
received.

You : okay, but to repeat, there's nothing sears
will do in terms of the money i paid to sears for a certain standard of
service?

You : you're keeping that money?

You :sears is, i mean

David
Fleischer :I want to assure you that Sears does care for it's customers. I would like
to tell you that this is a rare incident.You
: but
it happened twice in one weekYou : monday was a no-show
due to illness, and i missed half a day of work

You : and today, they're over an hour late outside
the window

David Fleischer : I absolutely understand how you are feeling
right now and to be honest, I would have felt the same.

You : just tell me that there's nothing else sears
is willing to do. i want you to put it in writing that sears will not
compensate customers for lost time and inconvenience that should have been
preventable

David Fleischer : I assure you that we will make the decisions
necessary to protect our customers.

David Fleischer : Such an incident is an isolated one.

David Fleischer : I am sorry that it happened in your case. Please
do give us another chance to demonstrate the care we take in helping our
customers to shop with us in a better way.

David Fleischer : We always try and ensure that you get the
maximum benefit out of a purchase.

You :i'm making it difficult for you here, because it is obvious you are not
allowed to say that sears will do nothing, and yet, you also cannot say that
sears will do something. and you probably agree with me that this is ridiculous.

You :but you probably can't even say that you agree

You :anyway, i won't torture you any further. i have copied and pasted all of
this and it's going into my blog. i'll blank your name out so you don't get
dinged for it. but i want it to be known that this is sears' policy

David Fleischer : I am sorry, we do not have information on that,
Bob.

You : david... have a great day. i am sorry you
were not allowed to help me.

David Fleischer : Is there anything else I can help you today?

You : yes. i had a question about my aquarium.

David Fleischer : I am sorry, Bob. we do not have any information
on Aquarium.

You : you don't? sears does not service aquariums?

David Fleischer : Yes, that's right, Bob.

You : would it be possible, when this technician
arrives, for me to have him clean my aquarium as compensation for the time i
have lost? that would be an acceptable solution for me.

You :(this is all going in the blog too)

You :i can send you the link if you're interested in sharing it with your
friends

You :it's http://www.feeblefables.com - i should have the blog posted probably
within a half hour or so

David Fleischer :

Is there anything else I
can help you today?

You : is that a "no" regarding the
aquarium cleaning? the technician is here now. i can ask him but i wanted to
run it by you first.

You :it should only take him about 3 hours, which is about the amount of time i
wasted

David Fleischer : I am sorry, That will not be possible with our
technician, Bob.

You : could you send someone else to do that?

You :David. Do you think my request is unreasonable?

David Fleischer : I am sorry, we do not service Aquariums, Bob.

You : so... it appears we are at a bit of a standstill
then, huh?

You :wait - i have an idea

You :sears charged me $39.99 to check and see if my washer needed any service.
there was nothing wrong with it. maybe sears could just refund me for that
service as a show of consideration to me. the technician was already here for
another service that i paid for, so it would seem a reasonable request and
compensation, wouldn't it?

You :this occurred last week when the first technician was here

David Fleischer :I am sorry, You can
contact us ( Home Service) at our toll free number 1-800-4 MY-HOME (1-800-469-4663)
and they will help you further on this.